Customer Service Response System with GUI for Simultaneous Call Handling
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Solution Overview
Problem
Existing customer service response systems are limited in allowing customer service agents to control the information gathered and often require agents to handle one caller at a time, leading to long wait times and increased resource allocation.
Innovation Solution
A customer service response system that enables agents to interact with multiple callers simultaneously through a graphical user interface, utilizing voice recognition software to convert voice signals into text for display and allowing agents to send messages to callers, thereby enabling efficient handling of multiple calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a pre-programmed automated system is used to gather preliminary information, then the promptness and efficiency of customer service is improved, but the customer service agent loses control over the information acquired and the system ceases to operate after collecting information requiring the agent to handle one caller at a time
Solution Approach 1:
The patent introduces a graphical user interface (GUI) as an intermediary between the automated voice response system and the customer service agent. The GUI allows the agent to control the information gathering process by selecting what information to obtain, how to obtain it, and when to transfer the call, while the automated system handles the actual data collection. This resolves the contradiction by giving the agent adaptability through the GUI while maintaining automated efficiency.
Solution Approach 2:
The system divides the customer service process into separate functional segments: the automated voice response system handles information collection and call management, while the GUI handles agent control and decision-making. This segmentation allows each component to specialize in its strength - automation for efficiency and human control for adaptability - resolving the contradiction between automated productivity and agent versatility.
2Loss of information
If the automated system collects preliminary information and passes it to the agent, then information organization is improved, but the agent must handle only one caller at a time resulting in long wait times
Solution Approach 1:
The system enables continuous useful action by allowing the automated voice response system to continue collecting information and managing calls while the agent works with the GUI. The agent can control multiple calls simultaneously through the GUI, and the automated system continues to operate without interruption, eliminating idle time and reducing customer wait times while maintaining information organization.
Solution Approach 2:
The automated system performs preliminary actions by collecting and organizing information before the agent needs it, and continues to operate during the agent's decision-making process. This preliminary and continuous operation ensures information is ready when needed while the agent can manage multiple callers, reducing wait times without sacrificing information organization.
3Reliability
If extra customer service agents are hired to reduce wait times, then customer service availability is improved, but resource costs increase
Solution Approach 1:
The automated voice response system performs self-service by handling information collection, call management, and preliminary data processing without requiring additional human agents. The system can manage multiple calls simultaneously and transfer them to agents only when necessary, improving service availability while minimizing the need for additional resources compared to purely manual handling.
Solution Approach 2:
The combined system of automated voice response and GUI provides multi-functionality, handling both automated information gathering and agent-controlled call management within a single integrated platform. This universal system can manage multiple callers simultaneously, providing high service availability without requiring proportional increases in human resources, as the automated system handles routine tasks while agents focus on complex issues.
Data Source
AI summary
The invention provides a customer service response system (CSRS), that a customer service agent can selectively employ to simultaneously interact with one or more customers. When a caller places a telephone call to the customer service call center, the CSRS answers the call and plays a message to the calling party. The message may be a greeting message and may prompt the calling party for information such as a claim number. The CSRS then displays this information on a graphical user interface at the call center. The customer service agent in front of the GUI can answer the call, or can respond to the caller with a question by clicking a button on the GUI.